Calabrio

MARCH 25, 2025

Balance Your Contact Centers Workloads Adopting a proactive, rather than reactive, workforce management approach is crucial to overall agent performance.Get ahead of issues, avoid agent burnout, and meet customer demand efficiently with the help of sophisticated forecasting and scheduling tools.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

JANUARY 25, 2022

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Agent onboarding and training. Keeping agents interested in their work can be a challenge, but with the right onboarding and training strategies, they’ll constantly be learning new information.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Fonolo

OCTOBER 25, 2022

Word to the wise: don’t wait until you have cases of agent burnout on your hands. By this point, it’ll be much more difficult to keep them engaged, and you may find yourself facing high agent attrition and turnover. Of course, this figure alone won’t tell you the full story of your call center’s absenteeism.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

JUNE 14, 2018

No need to feel defeated, though: Certain trends are emerging that businesses should set a course to follow this year to vie for the number one spot. Considering the use of products (like call-back software, messaging, and chat-based tools) that minimize case volume, improve customer experience, and prevent agent-burnout.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Playvox

DECEMBER 13, 2022

When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. Now, what happens if they’re disconnected before interacting with an agent or before a resolution is found?

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Babelforce

FEBRUARY 23, 2022

If rates go higher, the recuperation time agents have between calls gets shorter. Agent burnout then becomes much more likely. Assess the impact of internal shrinkage activities on agent performance. “Handling customer queries”, includes talk time, hold time, and wrap-up time. Managing Utilization Rates.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

CSM Magazine

OCTOBER 10, 2023

In the contact centre, where customers may be anxious, angry or upset, the effect often throws agents off course, impacting their mood, amplifying disengagement, and increasing AHT. While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Mindtouch

APRIL 9, 2018

High support case volume and agent burnout. The value of a low-effort web self-service experience cannot be underestimated. Well, it can, but we don’t recommend it. The consequences can be costly. Frustrated, dissatisfied, disloyal customers. Scary stuff. A central part of any good self-service portal is click navigation.

Self service 48

Self service Agent burnout Engineering Customer Experience 48

Fonolo

FEBRUARY 19, 2019

We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. Telltale Signs: How to Identify Call Center Agent Burnout. The Anatomy of a Successful Contact Center Manager [Infographic]. Why You Should Empower Your Customer Service Team. Customer Experience Trends.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

CSM Magazine

AUGUST 8, 2023

While chatbots and Robotic Process Automation (RPA) help by automating simple or mundane activities, agents increasingly face a barrage of more complex and/or emotional interactions. Over the course of a single shift, the risk of agent burnout grows with a negative impact on mental wellbeing.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

JustCall

MAY 23, 2023

Join us at the Awards Gala on Tuesday, June 20, at Caesars Forum in Las Vegas for a cocktail hour, 3-course dinner, and live entertainment. With 100+ phone system integrations, JustCall ends agent burnout and initiates smarter workflows.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

bold360 Blog

OCTOBER 17, 2019

This is the stuff of customer service agent burnout—those routine account questions that come up hour after hour after hour after…you get the picture. Ready to implement a self-service solution that frees your agents from the daily grind of routine questions and delivers a better experience for your customers? account questions.

Self service 40

Self service Customer Support Agent burnout Chatbots 40

Hodusoft

AUGUST 9, 2023

The first option, of course! Avoid agent burnout Agent burnout is a serious issue in the contact center industry. Agent burnout can lead to increased absenteeism, reduced job satisfaction, and higher turnover rates. Of the two, which one would you choose?

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

FEBRUARY 11, 2020

Wasted idle time equates to an approximate loss of $11,252 per agent per year in unnecessary operational expenses. Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Talkdesk

APRIL 29, 2016

Yes, of course it is. An intuitive interface may cost more, but it will prevent agent burnout and reduce orientation times in the long run. Let me take this opportunity to refute your arguments for staying in an unhealthy relationship: 1. It’s going to take too long to get up and running with a new solution.

call center software 40

call center software Call Center call center solutions Agent burnout 40

Babelforce

NOVEMBER 25, 2021

Typical things people dislike about contact centers include excessive hold time, hard-to-navigate IVRs, and agent transfers. (Of Of course, this feedback is only useful if you can do something about it! Doing so can lead to agent burnout and will affect your ability to answer calls quickly. 3 Service level.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Robert Davis

APRIL 5, 2018

And, of course, once a customer is acquired, a well-planned and carefully curated outbound contact strategy can be very effective in upgrading customers, cross-promoting other products and services and building brand loyalty and share of wallet over time. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.”

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

And, of course, once a customer is acquired, a well-planned and carefully curated outbound contact strategy can be very effective in upgrading customers, cross-promoting other products and services and building brand loyalty and share of wallet over time. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.”

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Balto

JANUARY 14, 2025

Real-Time Guidance : Prompt agents to correct course before issues escalate. Without actionable insights, businesses may face high churn rates, agent burnout, and operational oversights. Future analytics tools will automate compliance checks in real-time. What are the best practices for implementing call center analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52